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S
Rank 2
Scalpaynewbie
Rank 2
October 10, 2022
Solved

My usage page on the App is still showing my Variable rates before the Energy Price Guarantee?

  • October 10, 2022
  • 26 replies
  • 280 views

Why is the app not showing  the new rate agreed in Oct 1st. 
the account side of the app is still making errors

    Best answer by Jeffus

    Updated on 20/10/23 by Abby_OVO: 

     

    Thanks...we are electricity only with OVO as there is no distributed gas here.

    I have done the health check twice and told to wait 45 days…. its now 83 days.

    Do you suggest I call them or email/chat OVO

    Hi @Scalpaynewbie given you say loop is working it is certainly worth a try. It doesn't sound like a meter issue as you say. 

    I would recommend sending a private message via the ovo twitter or Facebook page. 

    The ovo staff there can make the change as they have access to your account

    In the private message you need to include your name, address, account number and date of birth to pass security, along with your request to change your electricity meter reading frequency to 30min.

    It is probably easier than waiting on the phone or webchat as you don't actually need to speak to anyone. 

    Give it a week after the request and see if anything changes 

    For up to date information about the current price cap please head to our website. Or check out this helpful FAQ to find out more about how this may impact you and what support is available:

     If you’re worried about your bills, we have lots of support available. See here for more information about OVO’s Customer Support Package. 

     

    26 replies

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 11, 2022

    Hey @Scalpaynewbie,

     

    I should be able to help with this, I just need a bit more information. 

     

    Were you on the Simpler Variable Tariff? Or a fixed rate and affected by the Energy Price Guarantee?

     

    Can you send a screenshot of the App and Online Account where it shows your plan details. And send a screenshot of your tariff confirmation letter, where it shows your new rates.

     

    Let’s get to the bottom of this!

    Renewable Energy? Big Fan.
    S
    Rank 2
    ScalpaynewbieAuthor
    Rank 2
    October 11, 2022

    I’m on variable plan and d/d. The plan has correct billing rate but the usage screen is still showing previous plan (26.xxpence) . The meter is transmitting data because The correct info is being seen by the Loop App (new app) and correct consumption/charges. 
    so issue is in the OVO online app or your billing process. 
    I’m consuming approx 35-40Kwhr/day.. and the app is showing much less. Sending meter readings is easy but that not the point. I want to see consumption daily on the OVO app. 
     


     

     

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 11, 2022

    Hi @Scalpaynewbie 

    Have a look on this page on website not the app

    https://account.ovoenergy.com/meter-readings/history/electricity

    Here is mine for example

    You can toggle to show the estimated readings which can sometimes help.

    These are the readings that are driving the bills.

    When did the daily smart meter readings stop?

    Quite a few people have had issues recently that have rectified themselves over time, including me

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 11, 2022

      Hi @Scalpaynewbie

      When the bill is working you should see something like this if your bill straddles over the 1st Oct and you are on the Simpler Energy tariff. 

      This is mine as an example 

       

        S
        Rank 2
        ScalpaynewbieAuthor
        Rank 2
        October 11, 2022

        The meter has not (according to the web page..NOT App) been getting Smart reading since Aug 21...in fact on the web page never a smart reading since it was installed in Aug 2020.

        Thats not correct as it was working in smart mode up to mid June when Ovo was preparing to go standalone.

        Info is getting to DCC (government communication ) as I’ve registered with the app Loop Energy….so it definite;ly OVO’s internal issue.

        All my reading history says “Manual” except 25th Sept (Smart)….

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 11, 2022

        Hi @Scalpaynewbie OK.

        So we have seen a few different issues before with other posters

        So let's rule out one of them. Ask OVO to set both your gas and electricity meters for 30min readings. 

        We see a few customers where OVO pick up a very different frequency of readings on an ongoing basis and this surprisingly fixed it. Sometimes once a month or even less if the monthly reading failed for some reason. 

        So let's try that unless you have already asked them to do that recently? 

         

          S
          Rank 2
          ScalpaynewbieAuthor
          Rank 2
          October 11, 2022

          Thanks...we are electricity only with OVO as there is no distributed gas here.

          I have done the health check twice and told to wait 45 days…. its now 83 days.

          Do you suggest I call them or email/chat OVO

          Jeffus
          Rank 20
          JeffusSolved
          Rank 20
          October 11, 2022

          Updated on 20/10/23 by Abby_OVO: 

           

          Thanks...we are electricity only with OVO as there is no distributed gas here.

          I have done the health check twice and told to wait 45 days…. its now 83 days.

          Do you suggest I call them or email/chat OVO

          Hi @Scalpaynewbie given you say loop is working it is certainly worth a try. It doesn't sound like a meter issue as you say. 

          I would recommend sending a private message via the ovo twitter or Facebook page. 

          The ovo staff there can make the change as they have access to your account

          In the private message you need to include your name, address, account number and date of birth to pass security, along with your request to change your electricity meter reading frequency to 30min.

          It is probably easier than waiting on the phone or webchat as you don't actually need to speak to anyone. 

          Give it a week after the request and see if anything changes 

          For up to date information about the current price cap please head to our website. Or check out this helpful FAQ to find out more about how this may impact you and what support is available:

           If you’re worried about your bills, we have lots of support available. See here for more information about OVO’s Customer Support Package. 

           

            T
            Newcomer
            Tom78
            Newcomer
            October 16, 2022

            Please explain me why my energy rates is still 63,46 per unit kWh but in my OVO plan is  31.49 per unit kWh 

            juliamc
            Rank 20
            juliamc
            Rank 20
            October 17, 2022

            Where are you seeing the 63.46 rate ?

            If it’s on your IHD smart meter display have a look at this 

             

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            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd